Customer Contact Blog
Posted by epopova; on Feb 09, 2018
It became obvious at Avaya Engage that the current executive team is determined to shift Avaya's focus to the cloud in terms of both technology development and business model. The team acknowledges that they are a bit late to the game and that most o…
Posted by epopova; on Sep 06, 2017
Category : Big Data, Cloud, Consumer, Customer Contact, Digital Media, Enterprise, Mobile & Wireless, The Internet of Things
Progressively-minded people around the world increasingly raise their voices in support of women’s rights, including the right to education and professional realization. Enabling women to work and earn a living is not only about gender equality; it’s…
Posted by BrendanRead; on Jul 24, 2017
The CX, cost saving, productivity, and compliance/security benefits of Robotic Process Automation (RPA) in the contact center.
Posted by njamison; on Jun 12, 2017
The growing use of VAs and Bots for customer service
Posted by BrendanRead; on Jun 06, 2017
Alaska Airlines shows how to deliver excellent CXs in challenging environments that has helped it to grow, and plan for future growth.
Posted by BrendanRead; on Apr 12, 2017
In the wake of the recent United Airlines incident, while industries may not be able to change core conditions that create poor CX, they can take steps to minimize customer annoyance
Posted by BrendanRead; on Apr 11, 2017
Automation tools like chatbots and virtual assistants can successfully reduce live agent costs if implemented correctly
Posted by BrendanRead; on Mar 27, 2017
Expert panel will discuss how and why the digital era is transforming the customer journey, the ways in which utilizing contextual data can delight customers on any channel, and how to perfect the CX.
Posted by BrendanRead; on Mar 10, 2017
Amazon is reportedly planning to offer chatbots while at the same time Avaya has freed up resources to strengthen its contact center market through its networking solution sale to Extreme Networks.
Posted by BrendanRead; on Mar 08, 2017
Businesses have been focusing on customer personalization in order to provide an excellent Customer Experience. But there is also strong value in permitting customers to be anonymous.